INTERVIEWING THE AGGRESSIVE AND ELATED/OVERACTIVE PATIENT

REQUIREMENTS #

1. Table
2. Two chairs
3. Pen and note pad
4. Recorder
5. Patient’s folder (Electronic/Manual)
6. Serene environment

STEPS #

1. Advance Preparation
2. -BFormulate goals for the interview
   1. Consider time needed for effective communication and interaction with the patient
   2. Determine issues to focus on during the interview
   3. Decide on the type to use (structured, semi-structured or unstructured)
   4. Prepare patient and physical environment
   5. Determine the appropriate techniques of communicating with the patient
3. Establish rapport (refer procedure)
4. Explain procedure and reassure patient
5. Prepare the interview setting and arrange the chairs as appropriate
6. Sit patient comfortably across table from you in a serene environment
7. Sit down avoiding crossing of arms and legs
8. Seek patient’s consent to record the interview in any form and assure him/her of confidentiality
9. Initiate the dialogue in a simple language the patient can understand
10. Maintain composure and speak to patient in a calm, firm, clear and relaxed tone
11. Employ the use of verbal, nonverbal and therapeutic communication techniques (e.g. maintain eye contact, appropriate use of body language, feedback, use of silence, restating, etc.)
12. Check frequently on patient’s state of anger/excitement throughout the interaction
13. Focus on specifics (i.e. chief compliant: cause of anger or excitement etc.)
14. Use assertive behavoiur throughout the interaction but do not instruct or command patient
15. Use questions that require only short answers
16. Listen and observe for patient’s nonverbal cues (e.g. facial expression, posture, gestures, etc.)
17. Give patient enough time to express him/herself
18. Avoid interrupting patient when he/she is speaking (active listening)
19. Restate patient’s statement by rephrasing or paraphrasing
20. Use appropriate questioning techniques
21. Ask patient to clarify statements
22. Use silence to listen to patient
23. Summarize with patient what has been discussed during the interview
24. Record salient points and close the session
25. Express appreciation to patient and inform him/her on what to do next
26. Document findings in the nurses’ note/patient’s folder
27. Report the outcome from the interview to the Charge Nurse